The Availability SLA serves as a critical legal and operational document in Saudi Arabia, establishing clear, measurable commitments for service availability between providers and their clients. It is primarily used when organizations need to ensure and enforce specific levels of service uptime, system availability, and performance standards. The document incorporates both technical specifications and legal requirements, including compliance with Saudi Arabian regulations and Sharia law principles. It defines key performance indicators, measurement methodologies, reporting requirements, and compensation mechanisms for service failures. This type of agreement is particularly important in regulated industries and for critical services where system availability directly impacts business operations. The document typically includes detailed technical schedules, escalation procedures, and specific provisions for dispute resolution under Saudi Arabian jurisdiction.
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1. Parties: Identification of service provider and service recipient, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, availability metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of services covered by the SLA, including scope and limitations
5. Availability Commitments: Specific availability targets, measurement methods, and calculation formulas
6. Service Level Measurements: Procedures for measuring and monitoring service availability, including tools and reporting mechanisms
7. Exclusions and Exceptions: Defined circumstances where availability commitments do not apply, including planned maintenance and force majeure events
8. Service Credits and Penalties: Compensation structure for failing to meet availability targets, including calculation methods and claim procedures
9. Reporting and Review: Regular reporting requirements, review meetings, and performance evaluation procedures
10. Support and Response Times: Support service levels, incident response times, and escalation procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Governing Law and Jurisdiction: Specification of Saudi Arabian law as governing law and relevant jurisdiction for disputes
1. Data Protection and Security: Required when service involves handling of personal or sensitive data, detailing security measures and compliance requirements
2. Disaster Recovery: Needed for critical services, specifying disaster recovery procedures and commitments
3. Change Management: Include when service requires frequent updates or modifications, detailing change procedures and notice requirements
4. Customer Obligations: Required when service availability depends on customer actions or infrastructure
5. Third-Party Dependencies: Include when service delivery relies on third-party providers or systems
6. Compliance with Islamic Finance Principles: Required when the service involves financial transactions that must comply with Sharia principles
7. Multi-language Provisions: Include when agreement needs to be in both Arabic and English, specifying which version prevails
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service, including architecture and components
2. Schedule 2 - Service Level Metrics: Detailed breakdown of availability calculations, measurement methods, and monitoring tools
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits and penalties
4. Schedule 4 - Incident Management Procedures: Detailed procedures for incident reporting, response, and resolution
5. Schedule 5 - Contact Details and Escalation Matrix: List of key contacts and escalation procedures for both parties
6. Schedule 6 - Reporting Templates: Standard templates for availability reports and performance measurements
7. Appendix A - Compliance Certificates: Copies of relevant regulatory compliance certificates and permits
8. Appendix B - Technical Architecture Diagrams: Visual representations of service architecture and components
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Government Services
Manufacturing
Energy and Utilities
Education
Transportation and Logistics
Retail
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Compliance
Risk Management
Procurement
Technical Support
Infrastructure
Customer Success
Service Management
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Compliance Officer
Contract Manager
Technical Account Manager
Chief Information Officer
Service Level Manager
Infrastructure Manager
Risk Manager
Procurement Manager
Solutions Architect
IT Operations Manager
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